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Guest Services Operations Supervisor

2 months ago

Sacramento, California, United States Dimension Hospitality LLC Full time
Position Title:
Guest Services Operations Supervisor

Department:
Rooms

Company:
Dimension Hospitality LLC

Reports To:
General Manager, Director of Rooms, Assistant General Manager

Supervises:
Reservations, Guest Services Representatives, PBX Operators, Bell Staff, Concierge, Night Audit Team.

Job Objective:

The primary goal of this role is to ensure exceptional service quality for guests by overseeing the various operational areas including reservations, guest registration, bell services, telephone operations, and guest accounting. This is aimed at upholding established operational standards while maximizing the hotel's profitability.


Key Responsibilities:
  • Oversee Front Desk personnel, including hiring, training, performance evaluations, and scheduling based on labor standards and anticipated occupancy.
  • Uphold service quality standards, contributing to the overall profitability and guest satisfaction across hotel departments.
  • Achieve financial targets related to revenues and expenses, enhancing profitability in the guest services sector.
  • Formulate both short-term and long-term financial and operational strategies for the guest services department, aligning with the hotel's overarching objectives.
  • Manage the reservation process to optimize room occupancy and average daily rates through effective suggestive selling techniques.
  • Establish and maintain protocols for credit control, financial transactions, and emergency procedures to ensure guest and monetary security.
  • Address guest complaints related to the department and ensure appropriate corrective measures are implemented.
  • Encourage staff to utilize effective guest interaction skills and recognize employees who exceed guest expectations.
  • Perform additional duties as assigned.

Required Skills:
  • Ability to analyze and interpret business records and statistical data.
  • Proficient in mathematical skills for financial analysis and budget preparation.
  • Understanding of relevant government regulations affecting business operations.
  • Capable of making informed business decisions based on various reports and experiences.
  • Effective planning and organizational skills for managing team workflows.
  • Ability to adapt to frequent changes and interruptions.

Qualifications:
Education:
Bachelor's Degree in Management, Hotel Administration, Business, or a related field.
Experience:
A minimum of 1 year in night audit, 2 years in front desk operations, and 1 year in direct sales or retail; or an equivalent combination of education and experience.
Management Responsibilities:
  • Conduct interviews, select, and train staff.
  • Adjust staff pay rates and work hours.
  • Direct and oversee the work of associates.
  • Evaluate associate productivity and efficiency for potential promotions.
  • Address associate complaints and enforce disciplinary actions as necessary.
  • Plan and manage departmental budgets.

Physical Requirements:
Ability to communicate effectively in English, with good vision and hearing. The role may require lifting up to 25 lbs and involves prolonged periods of standing and walking. Must be able to work flexible hours, including overtime as needed.

This job description aims to accurately reflect the requirements of the position, but management reserves the right to modify duties as necessary based on business needs.